Member Retention RepresentativeResponsible for answering inbound/outbound calls as they relate to member retention. Help educate, assist in completion of, and encourage compliance with reapplication processes for the Medicaid program in each of the ten Molina Healthcare states supported by the Enrollment Growth Department. Support Molina's strategic plan for growth by focusing on retention and outbound call marketing efforts.Essential Functions:May perform member outreach calls to members in the ten states supported by Molina Healthcare to enforce member retentionReach performance goal of at least 100 member saves per day.
Provide members with contact information for their respective client office in the member's stateAssist with answering incoming calls regarding Medicaid members in PEND status and those who have upcoming re-determination renewal datesHelp members complete necessary paperwork related to either Medicaid eligibility renewal processAssist Medicaid Members in contacting their social worker regarding eligibility issues and follow-up with members to ensure follow through, if allowed by the member's respective stateEncourage, reinforce and help educate members on the Medicaid Re-determination application as neededBe proficient in discussion and execution of Molina's protocols for conducting retention callsAccurately and timely document, daily all member retention contacts in appropriate database. Logged entries are to be completed immediately following member contactParticipate as a team player by demonstrating support to peers, management and other department's goalsAttend meetings and training sessions as scheduledAssists with training of new employees as neededKnowledge/Skills/Abilities:Computer literate (Microsoft office products)Strong communication and sales presentation skillsMust be a self-starter with strong creativity skillsAbility to type 40 wpmKnowledge of Medicaid- Managed-Care rules and regulationsBilingual communication skills a mustPrevious call center experience preferredMust have demonstrated experience in negotiation, sales or marketing techniquesExcellent verbal and written communication skillsAbility to abide by Molina's policiesAbility to maintain attendance to support required quality and quantity of workMaintain confidentiality and comply with Health Insurance Portability and Accountability Act (HIPAA)Ability to establish and maintain positive and effective work relationships with coworkers, clients, members, providers and customersRequired Education: Associate's Degree or equivalent experienceRequired Experience:0-2 years customer service or call center experience and strong related health care experience a plusManaged-Care, Medicaid experience